Description
The Senior Manager, Experience Center (XC) oversees all aspects of the daily operations of a larger or more complex XC, deepening and acquiring member relationships and ensuring member service levels are consistently exceeded.
Primary Responsibilities:

• Lead a team of high-performing and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
• Coach and develop Assistant Managers in the areas of quality, productivity, employee relations/coaching and evaluation, member sentiment, ensuring high levels of performance
• Implement credit union business strategy at XC level
• Back up Director in various leadership aspects, as required
• Own regional initiatives, such as policy or procedure changes and strategic updates
• Leverage key performance metrics and data to provide insights and make strategic business recommendations
• Fully handle all escalated member issues within the region, resolving on a timely basis to satisfaction
• Maintain and enforce systems, policies, procedures and productivity standards
• Ensure member service projects (change initiatives) meet objectives on time and on budget
• Partner with Assistant Managers in handling all aspects of XC operations (including monthly self audit, general ledger audits, balancing debit cards, locating transactional errors, cash and vault balancing, negotiable items)
• Partner with other business units to resolve member issues or grow member relationships; actively participate in cross-functional meetings
• Research, resolve and communicate operational issues and potential problems to leader and/or other business units
• Identify, manage and mitigate risk within XC (including identify theft, overdrafts, etc)
• Manage vendor relationships to support operational excellence and member service levels

Experience and Education Requirement:

• Minimum Education: Bachelor's degree is preferred
• Minimum 5 years' experience in retail operations with a proven successful track record in deepening and acquiring customer relationships, preferably in financial services
• Minimum 3 years' experience leading people or teams, ideally in the sales sector
• Proven people management and development skills, adept at providing frequent and valuable performance feedback to develop and build employees to achieve department goals
• Ability to use data and analytic information to gain insights and drive strategic direction
• Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines
• Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
• Familiarity with CRM software is preferred
• Working knowledge of Microsoft Office Suite
• Certification/License: N/A

Location: Tanasbourne Experience Center - Hillsboro, OR 97006
Target Compensation in Hillsboro, OR: $92,000 to $121,000 annually incentives
Benefits options include:

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)

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First Tech is not currently offering Visa sponsorship for this position